Senior Business Consultant – Customer Experience and Customer Value Management

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BIP Brasil

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2003

Consulting • Financial Services • Technology

BIP Brasil is an international consulting firm that drives significant transformation through a personalized approach, fostering a maker culture and pioneering spirit in a constantly changing environment. They support major players in various sectors with transformation projects, and their extensive expertise includes risk management, technology implementation, and supply chain innovations across multiple industries.

📋 Description

• Execute diagnostics based on data analysis, KPIs, and other metrics for business areas across companies in diverse industries; • Develop management and executive presentations summarizing the results of process diagnostics and build the presentation materials; • Define and quantify improvement initiatives for the processes analyzed, design implementation plans and monitor the results achieved; • Conduct interviews and lead workshops with area stakeholders to map processes, identify deviations/bottlenecks and root causes; • Support project scope control and manage the escalation process to ensure compliance with schedule and scope; • Work collaboratively in teams with clear and assertive communication; • Serve as a project point of reference, proposing solutions and proactively supporting project demands; • Support other consultants with project tasks; • Analyze documents, databases/reports and produce analyses

🎯 Requirements

• Education: Bachelor’s degree in Engineering, Business Administration, Economics, Marketing or related fields. • Strong analytical capability, with experience transforming qualitative and quantitative data into business decisions, prioritized hypotheses and actionable recommendations. • Strategic vision to link Customer Experience initiatives to the company’s financial and strategic objectives, considering trade-offs, effort and impact. • Ability to quantify the value of CX initiatives (e.g., retention, churn, LTV, operational efficiency, effort reduction). • Mastery of CX-related metrics and indicators (NPS, CES, CSAT, among others), with critical interpretation beyond the score. • Experience mapping, critically analyzing and redesigning end-to-end journeys and processes, focused on real impact for the customer and the business. • Facilitation of strategic workshops with stakeholders from different areas and hierarchical levels, including senior leadership. • Strategic communication and decision-oriented storytelling, including preparation and delivery of executive presentations. • Ability to translate recommendations into executable action plans, with metrics, owners and result tracking. • Proficiency in MS Office (Excel, PowerPoint, Word). • Must reside in São Paulo (SP) or Rio de Janeiro (RJ). • Desired knowledge: experience in digital transformation or CX projects, certifications in Lean, Six Sigma (Green Belt) or process management, prior experience in business consulting.

🏖️ Benefits

• All Points (points program for flights and hotels) • Medical insurance • Dental insurance • Life insurance • Meu Pet Club (pet benefits) • Mobility package (including fuel option) • Flex Reimbursement (glasses, vaccinations, education and other expenses) • Meal allowance and/or food allowance • Commuter voucher (VT), Birthday off, Gympass, 180-day maternity leave and 30-day paternity leave, plus childcare assistance during the baby’s first year • BIP Academy with webinars and remote training. Mentorship program with access to various professionals across different profiles and areas of expertise.